Company Background

Overview
Granada helps companies better communicate with their Hispanic customers. By extending in-culture strategies to the contact center, clients vastly improve the customer experience and revenue potential of this key emerging market.

We develop partnerships with clients to power their in-house Hispanic support capabilities. Granada clients have the highest quality and most scalable bilingual infrastructure in their respective industries.

Through our specialized approach to the Hispanic market, we offer clients a better way to acquiring, supporting and retaining their Spanish-speaking customers. We customize all areas of our operations, from recruitment to training to quality assurance, to ensure our clients have the best bilingual customer support infrastructure possible. The results are improved conversion rates, better customer satisfaction scores, greater call productivity and significantly higher retention rates.

We offer both Hispanic specialized and English boutique contact center services. Some clients partner with Granada to improve their Hispanic support capabilities, while other clients capitalize on Granada’s boutique platform for high touch English customer support services. All of our solutions are co-designed with our clients based on their particular needs.

History
Granada’s founder Kit Cooper was one of the pioneers in the customer support industry. In 1999, he co-founded Hispanic Teleservices Corporation (HTC), the first customer service outsourcer to focus on the U.S. Hispanic market through near shore operations based in Latin America.  The company employed over 1,500 employees at the time of its sale to Carlyle Group in 2005 and had grown to over 3,000 employees at the time of its sale to Teleperformance in 2007.

In 2009, Cooper started thinking about ways to provide a new level of bilingual customer service to clients.  He knew that clients were interested in boutique providers and certainly one with Hispanic market expertise.  However, he also knew it would be difficult to provide exceptional service to clients without a labor edge.

What Cooper discovered was that the domestic “work from home” (WFH) market could provide greater bilingual scalability than the Latin American bilingual markets.  It also became clear that the domestic WFH model offered other advantages relative to offshore options: access to better sales profiles, lower agent attrition and an ability to use a “locals serving locals” approach to companies interested in building equity in the communities they serve.

In summary, Granada Corp was started to serve clients better through, 1) Hispanic market expertise, 2) Long term commitment to a management-controlled boutique model, and 3) Use of domestic WFH labor market to re-introduce bilingual scalability to the market.

Thank you for learning more about Granada Corp.  Call us to discuss how we might help you improve your bilingual contact center capabilities.